Florida 911 Public Safety Telecommunicator (PST) Practice Exam

Remaining calm and in control conveys what during calls?

1. Steady, Directive

2. Serious, insincere

3. Calm, in control

4. Demanding, stern

The correct answer is: Calm, in control

Remaining calm and in control during calls is vital for effective communication and response. When a telecommunicator maintains composure, it instills confidence in callers who may be experiencing panic or distress. A calm demeanor helps to soothe the caller's anxiety, allowing them to provide crucial information without further escalating the situation. It also enables the telecommunicator to think clearly and respond thoughtfully, ensuring that they can relay accurate information to dispatch and emergency responders. This balanced state of being calm yet in control is essential for guiding callers through emergencies, as it encourages a cooperative and productive dialogue. Furthermore, exhibiting calmness serves to establish authority and professionalism, which enhances the effectiveness of the communication. In high-stress situations, this can help to mitigate the emotions on the other end of the line, creating a more focused interaction. Other options may imply a tone or demeanor that is not conducive to effective communication in emergency situations. For instance, being demanding or stern could alienate the caller and impede the flow of essential information. A serious tone could come off as insincere without the underlying calmness needed for effective support. Thus, maintaining a calm and controlled presence is crucial for telecommunicators to effectively assist and guide individuals during emergencies.